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Riadenie IT prostredia
Karol Furdk
Service Design
Service Strategy
Parial objectives:
Examination, analysis, and recommendations for making improvements in all phases of
service life cycle: strategy, design, transition, deployment,
Monitoring and analysis of the results in service level (Service Level Achievements),
Identification and implementation of individual activities to improve the quality of IT,
Improving the cost effectiveness of IT service delivery (without compromising the
customer),
The use of quality management methods to support CSI activities.
- Vision
- Refference
points
- Measurable
objectives
- Processes
and
Services
-Measurement
and
Metrics
Organizational changes:
Inclusion of CSI in the overall process of change in organization.
for example : John P. Kottler: 8 steps to transform the organization.
Ownership:
Someone must be responsible, i.e.CSI manager
Assign tasks (monitoring, analyzing, trend evaluation, ...) to specific people /
roles
Definition of roles and responsibilities (production vs. project):
CSI executive roles: CSI manager, Service manager, Service owner, Process
owner, Operations analyst, Measurement analyst, Reporting analyst, Quality
assurance analyst
Project roles: Executive sponsor, Process design / implementation / re-
engineering team members, Process adviser, Project manager
Model DIKW:
Data, Information, Knowledge, Wisdom
Gathering of data,
Processing of data into information,
Synthesis of of information into
knowledge,
Combination of knowledge of into
"the wisdom" (lessons).
"Wisdom" should lead to a better
future decisions.
Types of gouvernance:
Enterprise governance
Corporate governance
IT governance.
CSF: Critical
Success Factor
Outputs:
Not only tracking (numerical) results / trends, but also answers the
question: are these results good / bad / expected / in accordance to the
objectives?
Compliance with the plans, the rate of achieving the objectives defined in
the SLA and service catalog, a qualitative assessment of trends and their
causes, ...
Management of IT Environment (9) LS 2012/2013
28
Process of improving services in 7 steps (7)
6.Presentation and use of information
For whom the information is / what interests them:
Business / if IT gave promised service (to the extent required), and if not,
what measures have been taken to improve the situation
Senior (IT) management / results of CSF and KPI, i.e. customer
satisfaction, vs. reality. schedule, cost and return (to plan)
Internal IT / KPI a metrics activities that will help them plan